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Legal Services - Complaints Procedure

We like to hear what our customers think of our services. It is always good to hear when things go right, but equally it is important for us to know if we get things wrong so that we have the opportunity to put matters right and take action to ensure we improve for the future.

In order to ensure that both formal and informal feedback is not lost, we have introduced a Complaints Procedure, whereby if a client feels aggrieved by any decision or conduct of our staff, s/he is encouraged to raise the matter with the relevant member of staff, his/her line manager/supervisor and ultimately with a member of the Legal Services Management Team (contact details for Key Personnel)

All formal complaints will be recorded and appropriate remedial action (if any) will be taken as necessary.

Your Views

In addition to our internal processes, the Council also has a corporate procedure for handling customer complaints which is known as “Your Views”.

You can give us your comments, complaints or compliments using an on-line form available via the City Council’s website.